Customer Engagement Services
Satisfaction & Loyalty
Providing consistently positive experiences throughout the entire customer lifecycle is critical to achieve customer loyalty. We provide people, process, and technology to support the digital transformation of your Customer Loyalty program with services including: Loyalty Program Support, Gift Card Support, Account Management, eCommerce Pre and Post-Sale Support, Shopper Assistance, Order Management, NPS Services, Inbound/Outbound Sales Support, Loyalty Analytics, CEM Platform, Customer Curriculum Design, and Management.
Premium Tech Support
We offer companies a smarter way to service their customers and all their devices by quickly resolving issues across every channel and touchpoint. We provide a full range of technical support capabilities through SmartLeap™, including Product Support, Pay for Support, Remote Software, Break-Fix Hardware Support and Set-up, and Usage Support.
Acquisition and Enrollment
From prospecting to acquisition, we support your Customer Acquisition program through a variety of services that ensure a seamless and positive omnichannel experience for your soon-to-be customers. Our Customer Engagement Transformation services include: Loyalty Program Support, Prospect Segmentation Models, Prospect Prioritization Models, Lead Funnel Conversion Analytics, and Acquisition Campaign Optimization Models.
Creating a personalized customer experience requires a deep understanding of their behavior. With descriptive and predictive analytic models, we develop a 360-degree view of each customer. We identify insights into purchase and brand tendencies, channel preferences, churn propensity, LTV, and more. These insights help develop customer KPIs and Next Best Actions that can be used by customer service, sales associates, marketers, and even automated systems to provide a personalized customer experience—anytime, in any channel. These personalized experiences can be designed for new customer acquisition, retention, growth, churn, and win-back stages of the customer lifecycle.
Care and Support
Sutherland ensures your customers’ needs are addressed wherever they engage. Our omnichannel customer management services are based on customer channel preference, including voice, chat, email, mobile, video, social media, IVR, and web. Through these channels we provide services for eCommerce, Pre- and Post-Sale Care, Loyalty Program Support, Gift Card Support, Private Label Support, Self Service, Web Content Moderation, and Automated Cross-Channel Digital Assistants.